We have JIRA 6.4 and JIRA servicedesk 2.4.2
Below is our complete notificatiion scheme
The main issue for reporters is: No generated mails on comments, instead we use an email plugin. (a.o. allowing us to adress multiple recepients)
We enter the issues via the Jira backend and the Jira portal
In Jira this is shown as the “channel.”
As of 6.4 I notice this:
- Reporters of an issue entered via the Jira Channel do not receive emails on comments. The notification scheme is followed. Correct.
- Reporters of an issue entered via the Portal Channel do receive emails on comments. The notification scheme is NOT followed! Not Correct tmho
Since our email plugin add the mail as a comment, sending email on a “Portal Channel issue” generates 2 emails for the customer.
This does not apply to internal comments.
How can I have all issues using the same , own defined(!), notification scheme? Now I have to bare in mind what the Channel is when adding comments/sending emails.
Customers on JIRA Service Desk will only and always receive the notifications when the following events occur:
Reference: Configuring JIRA Service Desk notifications.
Currently it won't be possible for Customers to receive notifications on other events or choose which of those they will receive. This is being tracked on JSD-914.
The only way that this would work is if Customers were considered as JIRA Users, which would lose the value of actually having this distinction, hence I didn't mention it as a workaround.). You could possibly create a rule in the mail server JIRA is using to block these emails from being sent - I do understand how "ugly" this would be, but as of now is the best workaround I can think of. Alternatively, you could turn off the Notifications setting for JIRA Service Desk (in the Administration), which would prevent all notifications for Customers.
I hope this at least clarifies a bit, and also please add yourself as a watcher to JSD-914 to receive future updates regarding it, as well as vote on it to increase its popularity.
Thanks for the extensive answer
It seems the Notification setting was switched off in 6.3 and during the 6.4 update it was switched on.
Most interaction with customers is just via email so we are not much infected by the bug related to JSD-914
Intersting issue though and I will watch it.
Keep up the good work.
...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...
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